> ## Documentation Index > Fetch the complete documentation index at: https://docs.paylead.fr/llms.txt > Use this file to discover all available pages before exploring further. # Customer support workflow > The pre-flight checklist your Level 1 support team runs in Shift before escalating a missing or unexpected Reward to Paylead. export const RequiredRoles = ({roles}) => Required Shift role: {roles}. See Users management for the full role matrix. ; When a [Consumer](/glossary#consumer) reaches out about a [Reward](/glossary#reward) they expected but did not receive, work through this checklist in Shift before opening a ticket with Paylead. Most tickets resolve at one of these steps, without ever reaching Paylead. A ticket about a [Voucher](/glossary#voucher) order runs on a different checklist: see the [Voucher support workflow](/program/shift/voucher-support-workflow). ## Before you start You need three things on hand: * **The Consumer ID.** Shift searches on that ID only, never on a name, an email, or a phone number. Look it up in your own customer record before opening Shift. See [Browse Consumers](/program/shift/browse-consumers#find-a-consumer). * **The purchase details** the Consumer is disputing: date, amount, merchant, and whether they bought online or in store. * **The right roles.** Checks 1 to 6 run entirely inside **Consumers**, which the **Consumer support** role opens. Checks 7 and 8 open the **Offers** section, which needs the **Offers** role. If you do not hold it, run the first six checks and hand the last two to a teammate who does, rather than closing the ticket early. See [Access and roles](/program/shift/access-and-roles#roles). The activity tabs of a Consumer profile keep the filters from the previous ticket, including the date range. Clear them before starting, or you will conclude that a Reward is missing when it is only filtered out. See [Browse Consumers](/program/shift/browse-consumers#find-a-consumer). ## Pre-flight checks Work through the checks in order. Stop as soon as you find the answer; most complaints fail one of the first three. In [Consumers](/program/shift/browse-consumers), paste the Consumer ID in the search field and click **Search**. * **A profile opens.** The Consumer is onboarded. Continue to the next check. * **No profile opens.** The search is exact, so a single wrong character looks the same as a Consumer who never onboarded. Retype the ID from your customer record and search again. If it still returns nothing, the person has not completed onboarding on your [Program](/glossary#program): no Reward can be generated, and the ticket ends there. Reward attribution relies on the bank account the Consumer enrolled when they subscribed. Open the **Synchronizations** tab of the profile: it lists each bank connection and, under each bank name, the accounts linked to it. Those are the accounts Paylead receives transactions from. Do not use **Target account** for this check. That field is the IBAN that receives the payouts, which is not necessarily the account the purchase was made from. If the purchase was made with a card linked to an account absent from that list (a joint account from a partner, a secondary card, a non-enrolled product), no Reward is generated, even if the merchant is in the catalog. Say so to the Consumer and point them to the enrollment screen in your app. Still in the **Synchronizations** tab, compare **Last successful connection** to the purchase date. If the last successful sync is older than the purchase, the bank feed never delivered that transaction and no Reward could be generated. Have the Consumer reconnect their account from your app, then check the **Rewards** tab again the next day. Paylead needs the transaction to land on its side, which takes up to **72 business hours**, or three working days, from the purchase. Compare the purchase date to today. * **Inside the window.** Nothing is wrong yet. Tell the Consumer their purchase is still being collected and ask them to come back after one more business day. Close the ticket. * **Outside the window.** Continue to the next check. In [Consumers](/program/shift/browse-consumers) > the Consumer's profile > **Consumer activity** > **Rewards**, look for a Reward with the `Not attribued` status. The status filter cannot isolate it, so leave it on `All` and scan the list by date. If you find one, the [Cashback](/glossary#cashback) was generated but assigned to a different source. Common causes: * The Consumer is onboarded on a second Paylead Program (e.g. with another bank) and that Program won the [Reward Attribution](/program/user-journey/guides/reward-lifecycle#reward-attribution) round. * The transaction comes from a joint account and the co-owner's Program won attribution. * The transaction was reported through an account aggregator as well as the bank's own feed, and the aggregator path was deduplicated out. Open the Reward and scroll to the **Attributions** card. A card means the arbitration is settled: another source was credited, and nothing in Shift reverses it. No card means no competitor was recorded at all, so escalate. See [Reading the Attributions card](#reading-the-attributions-card) below, and the [Status reference](/program/shift/status-reference#pool) for the full Pool status table. In [Consumers](/program/shift/browse-consumers) > **Consumer activity** > **Offers**, search by the merchant's name and use the date filter to confirm an [Offer](/glossary#offer) existed on the day of the purchase. The dates and the [Brand](/glossary#brand) must match exactly; a one-day gap is enough to disqualify the transaction. No Offer on that date means no Reward was ever possible. That is the answer to the Consumer, and the ticket ends here. An Offer that matched at the moment of the purchase can be out of reach today. Open the Offer in **Offers** and check that it is either: * `Active`, or * ended less than 30 days ago, and not `Completed`. An Offer that ended more than 30 days ago, or that reached its budget cap and turned `Completed`, produces no Reward. That is the answer to the Consumer. Then check that the Consumer has not hit their personal capping on this Offer. The **Activations** column of their **Offers** tab shows usage so far: see [Reading the Activations column](/program/shift/browse-consumers#reading-the-activations-column). Click the pencil icon on the Offer to open its details. Compare the transaction to each condition: * Eligible channel (online, in-store, or both). * **Rewarded price range**: the transaction amount must fall inside it. * **Maximal transaction eligible amount**: transactions above this cap are not rewarded. * Any loyalty rules attached (first-time buyer, frequency cap, etc.). A single missed condition is enough to disqualify the Reward, and it is the answer to give the Consumer. Every check passed and no `Not attribued` Reward exists: the case is genuinely unexplained. Escalate it. The transaction itself lives on the bank's side, not in Shift. If you can reach an account statement or your own back office, find the exact transaction and check its amount, date, channel, and Brand against the Offer's conditions. ## Reading the Attributions card When several candidates claim the same transaction, Paylead keeps one of them and marks the rest `Not attribued`. The **Attributions** card shows how that arbitration went. It sits at the bottom of the Reward detail page, under **Reward details** and **Reward history**, and appears only when the Reward had competitors. Each row is one candidate. Only your own row is named, with your Program name; competing rows keep a blank first cell. | Column | What it shows | | - | - | | (no header) | Your Program name, on your row only. Blank on every competing row. | | **offer detail view** | A check mark per candidate. Solid when an Offer detail view is recorded for that candidate, greyed out when none is. | | **Onboarding score** | A bar filled in proportion to the candidate's onboarding score. | | **Last touch point score** | A bar filled in proportion to the candidate's last touch point score. | | **Rewarding score** | A bar filled in proportion to the candidate's rewarding score. | | **Global score** | The candidate's final score, as a percentage with up to two decimals. | The three middle columns are progress bars with no printed figure: a full bar is the top of the range, an empty bar is zero. **Global score** is the only exact number, so compare rows on that column. It tells you how close your Program came to winning the transaction, and the three bars tell you which criterion decided it. The highest **Global score** wins the Cashback, and Paylead does not disclose how the three underlying scores are weighted into it. ## When to escalate Escalate only after the eight checks above, and only when none of them explains the case. Open the ticket from the **Support** button at the bottom left of Shift, the only channel for a support request. Include the following: * `consumer_id` * Purchase date and approximate time * Transaction amount * Brand name * `reward_id` if a Reward was generated in any status * Which of the eight checks you ran and what you found Do **not** include personal data (full name, IBAN, card number, address) in the ticket body. The Consumer ID is enough for Paylead to look the case up. Paylead may ask for a proof of purchase in rare cases; provide it only on request and through a secure channel. ## What's next What every status in the checklist means. See Reward and Gift volumes at the Program level once individual tickets are resolved.